🔄 Returns & Exchanges

Return Window

• Change of mind / wrong size: You can request a return within 14 days of receiving your order.

• Faulty or damaged items: You have up to 30 days to report a fault or defect.

 

Eligibility

• Items must be unused, unworn, with tags attached, and in original packaging.

• Please include proof of purchase.

 

How to Start a Return

Email hello@merseyskates.co.uk with your order number and reason for return.
We’ll reply with instructions and the correct return address.

⚠️ Please don’t send anything back until your return is authorised.

 

Return Postage

• Change-of-mind / wrong size: Customer pays return postage.

• Faulty, damaged, or incorrect item: We cover the return cost (via prepaid label or reasonable cost reimbursement).

Exclusions (Change-of-Mind Returns)

• Custom / built-to-order skates and customisations (e.g., mounted plates, heat-moulded boots).

• Hygiene items once opened (e.g., mouthguards, socks).

• Gift cards.

(These remain returnable if faulty.)

Online Orders – UK Right to Cancel

For UK deliveries, you have a 14-day cooling-off period from the day you receive your order to cancel for any reason. After notifying us, you have a further 14 days to send the items back.

• We’ll refund the item price and the cheapest standard outbound delivery you chose.

• We may deduct for any loss in value from handling beyond what’s needed to check the item.

• Sale/discounted items bought online are still eligible for this right (custom items excluded).

Event / In-Person Purchases

Cooling-off rules don’t apply to in-person sales.
We offer a 14-day exchange (unused/with tags). No cash refunds unless faulty.

Faulty or Damaged Items

• Please inspect your order on arrival and email us within 48 hours if anything is damaged/incorrect.

• You have a 30-day short-term right to reject faulty goods for a refund.

• After 30 days, we’ll repair or replace where appropriate.

 

Processing Your Refund

• Once your return is received and checked, we’ll email you.

• Approved refunds are issued to your original payment method within 10 business days.

• If 15 business days pass after approval and you haven’t seen the refund, contact your bank first, then email us.

Exchanges

For the fastest exchange, place a new order and return the original for a refund once approved.

Uncollected / Failed Deliveries

If a parcel is returned to us after three failed attempts or non-collection, we can resend once you’ve paid the re-delivery charge (even if the original order qualified for free shipping).

Return Address

We’ll provide the correct return address in your authorisation email.
⚠️ Please don’t send returns to any supplier warehouse.

 

📩 Questions? Contact us at hello@merseyskates.co.uk